A healthy company culture is one of your strongest assets, helping you to attract and retain top talent. The culture of any organization is defined by the values, behaviors and practices that create its unique environment. The stronger the culture, the better your employees understand what's expected of them and what they're working towards. And a high level of employee engagement translates into high performance and low staff turnover. This article explores the elements that mаkе uр a company's...

Despite renewed faith in the credibility of business leaders, overall trust in UK businesses has fallen. According to the Edelman Trust Barometer 2018, consumer trust in UK businesses has fallen to 43 per cent and only 24 per cent of the UK population trusts social media. With increasing public demand for tougher regulation to curb fake news and false advertising, and concerns about dishonesty and a lack of transparency in business dealings, brands need to work harder than ever to regain consume...

While price and quality are the most important factors in their purchasing decisions, 73% of U.S. consumers say customer experience is the next most important factor. And even the best loved brands can't afford to be complacent when just one bad customer experience could mean losing a quarter of their customers in a single day, according to a PwC consumer intelligence report. The figures also show that only 49% of consumers are satisfied with the customer experience most companies provide, which...

Creating a positive customer experience is crucial for building a good reputation for your business and growing your customer base. Every customer who feels valued and enjoys their experience with your company is not only more likely to become a repeat customer; they're also more likely to recommend your business to others. While you can't please everyone all of the time, your aim is to have as many satisfied customers as possible. And to help you understand what makes a great customer experienc...

How you interact on social media affects how your brand is perceived and using bots to post comments on behalf of your brand can be risky, says Rich Kahn. Bots don't understand context and expecting them to interpret free-flow text and comment appropriately can backfire. At best, the resulting comments can appear contrived and inauthentic. At worst, they can be inappropriate or insulting and damage your brand's reputation. Here, Khan shares some examples of 'bots behaving badly' and why you need...

Getting your company culture right isn't easy. Every organization is different and needs to develop a culture that reflects the values, beliefs and attitudes that characterize the organization and guide its practices. Most leaders understand how culture influences everything from employee behavior and engagement to productivity and brand reputation, and is therefore crucial to the success of the business. Yet they often lack the necessary knowledge and skills to build a culture that's right for ...

Every brand needs a voice, especially startups. The messaging you provide your audience is what helps your target audience understand your value and why you're useful. Your messaging tells the potential customer why they should do business with you. Your brand's promise must be clear, it must tell a story, and it must be convincing. Brand messaging for your startup should convey your value proposition and help your customers relate to your products or services. Your brand messaging should inspir...

In today's competitive market, improving your customer service is more important than ever. A great product alone isn't enough to ensure success; you also need to create positive customer experiences. Excellent customer service with a personal touch builds trust and loyalty, which in turn converts your customers into brand advocates. And not having to deal with angry customers all day is also good for employee morale. During his recent participation in a customer service summit, Matt Sweetwood d...

In today's fast-paced digital marketing environment brands have to focus on being relevant to attract consumer attention, yet too much emphasis on short-term results can be detrimental to long-term brand building. While price, quality and convenience may initially drive sales, you need to earn a reputation for being trustworthy to build customer loyalty and grow your business. And the first step to earning customer trust is to always deliver on your brand promise, says Roman Marvaniuk. He shares...

News travels fast these days and bad news travels the fastest, especially on social media. The slightest hint of misconduct, hypocrisy or other wrongdoing can ruin a brand's reputation overnight. While you have to act swiftly to avoid a crisis becoming a PR disaster, poorly managed communications could make the situation worse, alienate your customer base, and further damage your company's public image. Erik Huberman shares here some of the lessons to be learnt from how major companies and publi...